The purpose of this document is to define escalation procedure for operational problems

Owner

Matthew Viljoen

Overview

The purpose of this document is to define escalation procedure for operational problems

Definitions

Please refer to the EGI Glossary for the definitions of the terms used in this procedure.

The key words "MUST", "MUST NOT", "REQUIRED", "SHALL", "SHALL NOT", "SHOULD", "SHOULD NOT", "RECOMMENDED", “MAY", and "OPTIONAL" in this document are to be interpreted as described in RFC 2119.

Steps

Escalation for operational problem at site

This section introduces a critical part of operations in terms of sites' problems detection, identification and solving. The escalation procedure is a procedure that ROD must follow whenever any problem related to a site is detected. The main goal of the procedure is to track the problem follow-up process as a whole and keep the process consistent from the time of detection until the time when the ultimate solution is reached.

Below are the detailed steps of the escalation procedure if no response is received for the notification of a problem or the problem has been unattended for.

Escalationprocedureflow.jpg

Escalation procedure.png

When an alarm appears on the ROD dashboard, at most after 24 hours from the problem occurrence ROD should start the procedure below:

(Max Duration column shows time in working days which you have to wait before you move to next step in the escalation procedure )

Step [#]

Dashboard step

Max. Duration [work days]

(time before moving to next step)

Resp. Unit

Escalation procedure

Content of the message

1

1st step

3

ROD

Send mail to the site administrator with CC to NGI/ROC operations manager and GGUS (operational ticket is being created).

ask for immediate action

in case of no response for 3 working days ROD will escalate the issue

2

2nd step

3

ROD

Send mail to the site administrator with CC to NGI/ROC operations manager and GGUS.

(optionally: a phone call to site, just to make sure that e-mail communication channel is working);

After 3 days period with no response from site administrator issue should be escalated to NGI/ROC operations manager.

ask for immediate action

in case of no response for 3 working days ROD will escalate the issue to NGI/ROC operations manager

3

NGI step

5

NGI manager

NGI/ROC operations manager should at the political level make site responsive or suspend the site. (it can be done by phone, mail or on the meeting)

If the problem needs to be escalated to EGI level then NGI/ROC operations manager ask ROD to send an mail to Operations with CC to site administrator, ROD and GGUS.(see Content of the message)

ROD team is still responsible to take care about the ticket on the Operations Portal.

informing Operations that the problem cannot be solved at the NGI level and ask for help to resolve it

4

Operations step

1

Operations

If no action was taken by NGI/ROC operations manager for 5 working days Operations send an mail to NGI/ROC operations manager with CC to site administrator, ROD and GGUS. If no response after 1 working day Operations performs site suspension.

If NGI cannot solve the problem at the NGI level, Operations try to help to find the solution.

asking NGI/ROC operations manager to suspend the site

if no response after 1 working day Operations will perform site suspension.

Mail is send to the site administrator with CC to NGI/ROC operations manager and GGUS.

One ticket can be created for all MW alarms by using alarm masking feature. ROD should make sure that site is aware of all raised alarms.

ask to provide information about upgrade plan with 10 working days deadline

in case of no response or plan, ROD will escalate the issue to NGI operations manager

2

NGI step

5

NGI manager

Escalate ticket to NGI manager through Operations Dashboard.

Mail is send to the site administrator with CC to NGI/ROC operations manager and GGUS.

(optionally: a phone call to site, just to make sure that e-mail communication channel is working);

NGI manager should check why site is unresponsive or what is the reason site cannot migrate to supported software version. Site and NGI manager should decide on upgrade plan or site/endpoint decommission.

inform NGI operations managers about unresponsive site

site might be suspended by Operations, CSIRT or NGI operations manager after DEADLINE for the upgrade/decommissioning

3

Operations step

(without delay)

ROD

In case of issues which cannot be solved on NGI level ROD should escalate ticket to Operations, who should try to help to find the solution.

The communication should be recorded in GGUS ticket.

Escalation for operational problem with ROD

This section introduces a critical part of operations in terms of problem with ROD. The escalation procedure is a procedure that Operations must follow whenever any problem related to ROD work is detected. The main goal of the procedure is to track the problem follow-up process as a whole and keep the process consistent from the time of detection until the time when the ultimate solution is reached.

The procedure applies only in case when ROD is not handling issues on operational dashboard according to operational procedures.

(Max Duration column shows time in working days which you have to wait before you move to next step in the escalation procedure )

Step [#]

Max. Duration [work days]

(time before moving to next step)

Resp. Unit

Escalation procedure

Content of the message

1

3

Operations

Send mail to the ROD with CC to NGI/ROC, Operations and GGUS (operational ticket is being created).

ask for explanation why an issue was not handled according to procedures

ask for immediate action

in case of no response for 3 working days Operations will contact NGI/ROC manager

2

3

Operations

Send mail to NGI/ROC manager with CC to ROD, Operations and GGUS.

Report that ROD is not responsive and not handling operational issues according to procedure

In case of no response for 3 working days Operations will contact COO

3

(without delay)

Operations

Send mail to COO with CC NGI/ROC manager, Operations and GGUS.

Report that ROD and NGI/ROC manager is not responsive and not handling operational issues according to procedure

The precondition to stop escalation is that all issues not handled according to procedure disappeared from Operations dashboard.

The communication should be recorded in GGUS ticket.

Revision history

Version

Authors

Date

Comments

3.1

Malgorzata

18 August 2014

Oversight of ROD work is now under EGI.eu Operations team. Change contact group -> Operations support